Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone's life every second of every day.

Job Description

Overview: The Hiring and Training Support position is responsible for providing customer service, technical assistance and support related to all LLS training. S/he supports the training participant in identifying, researching, and resolving technical and non-technical issues related to their assigned training. S/he will document, track and monitor issues to ensure a timely resolution.

This position is responsible for supporting a variety of end users using different in-house platforms. The ideal candidate must be a team player, self-motivated and passionate about technology and helping people.

Primary Location: Costa Rica (Work-At-Home)

Tasks and Responsibilities:

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  Make outbound calls to trainees verifying and confirming attendance, resolving issues/questions on the spot
  
  


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  Correspond via email to training inquiries and training enrollments
  
  


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  Provide technical and general assistance via phone, via video, or electronically to the end user's satisfaction
  
  


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  Learn and understand the detailed functions of programs in order to effectively walk users through the steps required to achieve specific goals
  
  


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  Diagnose and resolve technical issues with training systems to ensure participation and training completion
  
  


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  Research questions using available information resources
  
  


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  Advise user on appropriate action
  
  


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  Follow standard help desk and company procedures
  
  


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  Log all help desk interactions, providing details anyone can understand
  
  


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  Redirect problems to correct resource
  
  


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  Identify and escalate situations requiring urgent attention
  
  


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  Prepare activity and status reports as directed
  
  


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  Inform management of recurring problems
  
  


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  Stay current with system information, changes and updates
  
  


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  Monitor and respond to training help desk emails and support requests tickets processing first-in first-out based on priority
  
  


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  Additional duties as assigned
  
  


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  Meet or exceed training participation metrics
  
  

Basic Requirements:

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  High school diploma or equivalent
  
  


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  Excellent proficiency in both oral and written English
  
  

Education and Experience:

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  Bachelor's degree preferred
  
  


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  Excellent customer service skills
  
  


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  Strong verbal communication and problem-solving skills
  
  


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  Working knowledge of fundamental operations of relevant software, hardware and other equipment (Microsoft Outlook, Word, PowerPoint, and Excel; Salesforce; Taleo; Learning Management Systems)
  
  


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  Knowledge of relevant call tracking applications
  
  


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  Knowledge of and experience with customer service practices
  
  


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  Related experience and training in troubleshooting and providing help desk support
  
  

Key Competencies and Attributes:

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  Oral and written communication
  
  


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  Desire to learn
  
  


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  Problem analysis
  
  


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  Problem-solving
  
  


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  Adaptability
  
  


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  Team interaction
  
  


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  Interpersonal and customer care
  
  


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  Planning and organizing
  
  


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  Attention to detail
  
  


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  Stress tolerance
  
  


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  Data entry
  
  

Typical Physical Activity:

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  Constantly involves sitting, using hands to handle or feel, reaching with hands and arms, seeing, talking, and hearing
  
  


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  Occasionally requires standing and walking
  
  


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  Must have sufficient manual dexterity to type
  
  


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  Able to lift a minimum of 40 lbs.
  
  


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  Involves light physical activity performing non-strenuous daily activities primarily of an administrative nature
  
  


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  May be exposed to moderate noise levels (i.e. computers, printers or light traffic)
  
  

If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact the Corporate Recruiting Team at CorporateRecruiting@languageline.com

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c)